Senior Customer Success & Sales Operations Leader

Top Dog Recruiting; Walled Lake (MI); On-site; USD 85,000 - 125,000; Full time

Job summary

Top Dog Recruiting seeks a Sales and Customer Service Manager to lead customer service, order management, and cross-functional collaboration across Sales, Operations, and Accounting. The role covers pricing, reporting, and broker coordination, driving process improvements and efficient issue resolution.

The position requires a decade of CPG service experience, strong ownership, and systems leadership including SAP and Salesforce, with a focus on accurate data and customer relationships across

Qualifications

• 10+ years of progressive Customer Service experience in the CPG industry.
• Demonstrates ownership and accountability for responsibilities and results.
• Experience in customer service, sales operations, account management, or related functions.
• Leadership and oversight of customer service and sales operations systems (SAP, Salesforce, TrueCommerce, Excel, EDI, Google Workspace).
• Develops and maintains effective working relationships with customers, brokers, sales personnel, and internal departments.

Responsibilities

• Manage customer inquiries, issues, and escalations in a timely and professional manner.
• Serve as the primary liaison between customers, Sales, Operations, Accounting, and external brokers.
• Supervise the Order Processing team to ensure accurate and timely processing of orders.
• Support the Sales team with customer service, order management, pricing, reporting, and account activities.
• Develop and improve customer service and sales order processes for accuracy and efficiency.
• Work with Accounts Receivable to resolve pricing adjustments, bill backs, short pays, and other discrepancies.
• Maintain customer, pricing, and account information in SAP; manage customer requirements and documentation.
• Maintain Salesforce administration and data integrity; manage records, contacts, activities, and reporting.
• Maintain current customer files and required account documentation.
• Handle inquiries from prospective customers, qualify leads, and route opportunities to the appropriate Business Manager.
• Prepare and distribute monthly reports to Business Managers and brokers.
• Directly supervise the Order Processing Team and identify opportunities to improve processes and cross-functional coordination.

Skills

Customer service leadership

Communication

Cross-functional collaboration

Attention to detail

Organizational skills

Ownership/accountability

Sales operations knowledge

Tools

SAP

Salesforce

TrueCommerce

Excel

EDI

Google Workspace

Job description

Top Dog Recruiting seeks a Sales and Customer Service Manager to lead customer service, order management, and cross-functional collaboration across Sales, Operations, and Accounting. The role covers pricing, reporting, and broker coordination, driving process improvements and efficient issue resolution.

The position requires a decade of CPG service experience, strong ownership, and systems leadership including SAP and Salesforce, with a focus on accurate data and customer relationships across